Technical Customer Support, Senior

Zebra Technologies; Simpang Ampat; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading technology company in Penang is seeking a Technical Support Specialist. You will communicate technical solutions to customers and resolve complex issues. The ideal candidate has 5-8 years of experience in a technical support role and strong communication skills. This hybrid position offers opportunities for personal and professional growth.

Qualifications

• 5-8 years of experience in a technical support role.

Responsibilities

• Communicates varied technical solutions to customers.
• Resolves escalated and complex technical issues.
• Develops and improves processes and tools.
• Analyzes reports on support center effectiveness.
• Maintains contact with vendors and internal technical team.

Skills

Intermediate to advanced level skills in Microsoft business applications

Customer service values / orientation

Strong Communication skills

Solid professional work behaviors

Skills in delegation and follow up

Education

Bachelor’s Degree or equivalent vocational qualification

Job description

Remote Work: Hybrid

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being a part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about – locally and globally.

Come make an impact every day at Zebra.

Resolves problems with customers via telephone, email or chat sessions using full technical product knowledge and interpersonal skills. Troubleshoots and addresses highly complex issues as escalated by the team. Supports the effective operation of the Technical Support Team.

Responsibilities

• Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills.
• Resolves escalated and complex technical issues.
• Develops and improves processes and tools and contribute to platform development.
• Analyzes and prepares reports on effectiveness and efficiency of support center.
• Resolves a diverse range of complex problems where analysis of data requires evaluation of a variety of moderately complex factors.
• Maintains contact with vendors and internal technical team.
• Builds relationships with business leaders, technology business partners and customer support technicians.
• Demonstrates ability to articulate complex technical issues in simple to understand terms to both management and customers.
• Demonstrates ability to support less experienced agents and serve as an escalation point
• Demonstrates strong customer service, communication and problem solving skills

Qualifications

Preferred Education

• Bachelor’s Degree or equivalent vocational qualification / experience

Preferred Work Experience (years)

• 5-8 years of experience

Key Skills and Competencies

• Intermediate to advanced level skills in Microsoft business applications including Word, Excel and Outlook
• Customer service values / orientation
• Solid professional work behaviors (attendance, teamwork, time management)
• Strong Communication skills (listening, providing clear and concise information, using proper language and grammar)
• Intermediate to advanced skills in delegation and follow up
• Full knowledge of job related knowledge and procedures

Position Specific Information

Travel Requirements: 10%

FLSA (U.S. only): Non-exempt

Physical requirements and working conditions will vary by position and should be described as appropriate.

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e‑mail or outside of the system. If you are a victim of identity theft contact your local police department.